Introduction to Telaura by Etiya Information Technologies Key Features • • • • • • Multy-tenancy High degree of configuration Future proven: Certified (etom and SID ) Modular Excellent security standards and techniques Tier1, tier2, tier3 references Design Objectives Business Rules Customer life cyle rules Product life cycle rules Can easily be configured with respect to operator needs SOA Allows reuse of existing modules Change only what you need Low Integration and implemantation cost Open API Telaura CRM at a glance Customer and Account Managament Contact Management User Management Channel Management Catalog and Product Management Voucher Management Lead and Feasibility Management Churn Management Activity Management Campaign Management Complaint Management Sales and Order Management Rules Engine Workforce Management Customer Account Management Customer Contact Person System User Party End User Employee Vendor Partner • Define individuals => manage the roles • One click to view relations between all parties • Profile parametric party demographics • Manage customer credits, risks, and value • Keep contact information for effective communication Customer Account Management • Define billing account limit to reduce payment risk • Manage account lifecycle • Manage payment responsibility with billing account sponsor • Allow product transfers between billing & customer accounts Sales and Order Management Easy-to-use interface Flexible and powerful tool Enhanced visibility Sales and Order Management Sales and Order Management • • • • Business interaction model Convergent product ordering Unified order capture Advanced order capture configurations Campaign Management • • • • • List management Dynamic list generation via scripting Offer and promotion relation Campaign performance and lifecycle reports Controlled budget limits Campaign Management Channel Management • • • • • Define and manage channels Set different catalog to each channel Define channel business interaction permissions Manage your solution partners Manage solution partner accounts Contact Management • History of all interactions • Detailed records of interactions • Single view off all contact history • Open API’s for IVR, Fax, email Contact Management Status Reasons Channels Business Interactions Customer Activity Management • • • • • Define activities to the group, segment Define any marketing list a decision maker wants Monitor performance of activities Keep detailed information about activities Forecast new activities Activity Management Churn Management • • • • • • Churn Management Customer deactivation reason match for the targeted churn actions Agent help and argument knowledgebase Customer value and credit management Defined surveys Collection of customer behavioral data Appoint management Lead and Feasibility Management Lead and Feasibility Management 2435 1409 942 698 658 New Lead Risk Analysis Approved Lead Opportunity Sales Lead Grup ID : 0124 LEAD ID: 123456789 Statü: Prospect Lead Grup ID : 0124 LEAD ID: 123456789 Statü: Prospect Lead Grup ID : 0124 LEAD ID: 123456789 Statü: Prospect ADI: Ahmet Lead Grup ID : 0124 LEADSoyadı: ID:ADI: 123456789 Statü: Prospect Yılmaz Ahmet Lead Grup ID : 0125 LEAD ID: 123456789 Telefon: 0555 5050505 Status: New Soyadı: Yılmaz ADI: Ahmet Adresi: 1. Cad. 5. Sok. No: 10 Ankara Telefon: 0555 5050505 Status: Prospect Soyadı: Yılmaz Lead Grup ID : 0124 LEAD ID: 123456789 ADI: Ahmet Email: [email protected] Adresi: 1. ADI: Cad. 5. Sok. No: 10 Ankara Telefon: 0555 5050505 Ahmet Soyadı: Yılmaz Email: [email protected] Adresi: 1. Cad. 5. Sok. No: 10 Ankara Soyadı:0555 Yılmaz Telefon: 5050505 Name: Ahmet Email:Adresi: [email protected] Telefon: 0555 5050505 1. Cad. 5. Sok. No: 10 Ankara Surname: Yılmaz Kaynak Bilgileri Demografik Bilgiler Adresi: 1. Cad. 5. Sok. No: 10 Ankara Email:Phone [email protected] No: 0555 Kaynak: Internet Erkek5050505 Kaynak Bilgileri Demografik Bilgiler Email: Cinsiyet: [email protected] Adress: Grand Avenue 5. Street. No: 10/12 Ankara Kampanya Adı: Yarış Kazan Yaş:Cinsiyet: 34Demografik Kaynak: Internet Erkek Bilgiler Kaynak Bilgileri [email protected] Kampanya Adı: Yarış Kazan Email:Yaş: 34 Kaynak: Internet Cinsiyet: Erkek Bilgiler Kaynak Bilgileri Demografik Kampanya Adı: Yarış Kazan Yaş: 34 Kaynak Bilgileri Demografik Kaynak: Internet Cinsiyet: ErkekBilgiler Kaynak: Internet Cinsiyet: Kampanya Adı: Yarış Kazan Yaş: 34 Erkek Info Resource Info Kampanya Adı: Yarış Kazan Yaş:Demographic 34 Resource Type: Campaign Gender: Male Campaign Name: Big Bang Age: 34 421 Realized Lead Grup ID: 0124 Resource Type: Campaign Campaign ID: 63572 Campaign Name: Big Bang Total No of Leads: 2435 Sales Channel: Not assigned Lead Admin: Ali Ata Lead and Feasibility Management • • • • • • • Generate lead from existing sources Load external list with the lead adaptor Define lead offers Manage lead pools Define lead activities Propose optimal offer Monitor sales pipeline performance Lead and Feasibility Management Complaint Management Complaint Management With powerful workflow engine you can define your own business processes to resolve customer complaints in the shortest time Complaint Management Complaint Management • Confirmation, escalation, notification, and alert mechanism for waiting records • Dynamic form generation • Powerfull BPM tool to manage all complex processes • Dynamic complaint pool management • Automated task assign according to agent’s skills • SLA management Thank you for checking us out! Let us know of any sales or general information inquiry at [email protected]!